KERSTEN HILL

Customer Support: • Efficiently manage a high volume of inbound calls, emails, and chat interactions, addressing customer questions and resolving issues related to products and services. • Deliver accurate and comprehensive information to customers, ensuring their needs are met with clarity and professionalism. • Actively listen to customers, demonstrate empathy, and provide tailored solutions to enhance customer satisfaction and loyalty. • Technical Troubleshooting: • Diagnose and resolve technical issues by guiding customers through troubleshooting steps, utilizing extensive product knowledge and resources. • Escalate complex problems to higher-level support when necessary while maintaining ownership of customer interactions until resolution. • Data Management: • Accurately document customer interactions, issues, and resolutions in the CRM system, ensuring up-to-date and detailed records for future reference. • Identify trends in customer inquiries and provide feedback to management to improve processes and enhance service delivery. • Process Improvement: • Participate in training sessions to stay updated on the latest product knowledge, policies, and service techniques. • Contribute to team meetings with insights and suggestions aimed at improving customer service strategies and efficiency. • Performance Metrics: • Consistently meet or exceed key performance indicators (KPIs) such as call handling time, first-call resolution, and customer satisfaction scores. • Maintain a professional demeanor and positive attitude, even during high-stress situations, to foster a supportive work environment.

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• • Customer Interaction: Expert in handling inquiries and complaints, providing accurate information about products and services, and delivering exceptional support.
• • Problem Solving: Adept at diagnosing and resolving issues, escalating complex problems when necessary, and providing clear solutions to customers.
• • Communication: Strong verbal and written communication skills, with the ability to engage and empathize with customers from diverse backgrounds.
• • Technology Proficiency: Proficient in CRM software and Microsoft Office Suite, ensuring efficient and organized customer service operations.
• • Time Management: Excellent ability to multitask and manage time effectively in a fast-paced environment, handling multiple customer interactions simultaneously.
• • Team Collaboration: Collaborative team player who contributes to a positive work environment and supports colleagues in achieving common goals.

• Responded to customer inquiries and provided accurate information about products and services via live chat
• Documented all customer information accurately in computer system, providing dated notes for future reference
• Monitored customer conversations and provided timely, knowledgeable assistance
• Handled inbound customer chat conversations from various websites
• Assisted customers with order placement, product returns and order tracking
• Assisted department with email-based and phone support when call center was busy or short-staffed.

• Coached new team members on service techniques and provided scoring through quality assurance program
• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations
• Managed cash registers, including opening and closing procedures, cash counting, and preparing daily reports with zero discrepancies
• Trained new cashiers in company policies, procedures, and best practices, resulting in a more efficient and knowledgeable team
• Conducted performance evaluations for team members, providing feedback and recognizing top-performing cashiers.